Prices and contract information

Does the supply charge apply even if I have electricity and gas connected but don't use it?

Yes. Our customers who only use either electricity or gas seasonally still pay the supply charge, as this covers the cost of maintaining the supply of electricity and gas your home.

How do I find the rates?

Residential rates can be viewed here and our small business rates can be viewed here. A copy of your rates will also be provided to you in your Welcome Pack.

How do I cancel the contract?

Our energy contract with you has no fixed contract term. The agreement will continue until terminated by you or us. If you are vacating your premises, you may cancel your contract by providing us 3 business
days notice, please call 13 37 02 and we’ll make all the necessary arrangements to close the account.

What is a discount benefit period?

The discount benefit period is the length of time to which your percentage discount is applied. For our residential Fair Deal, Home SaverPlus and Fair Saver products the discount benefit period is 24 months.

When will I transfer to Alinta Energy?

Once you have decided to leave your current retailer, Alinta Energy will take care of your transfer. We’ll simply assess when your next scheduled meter read is and then work directly with your energy distributor (they own the poles and wires) to expedite your reading in order to transfer you to Alinta Energy faster, so you can start benefiting from our energy products sooner.

How long is the cooling off period?

Although your energy contract may have begun, we do not start selling you energy until the cooling off period has expired. You have the right to cancel your energy contract during the cooling off period. The cooling off period is 10 business days from and including the first business day after you signed or received your welcome pack.

What is a Supply Charge?

A supply charge is the charge made to the customer for having access to electricity. This is a charge regardless of the amount of electricity used by customers.

Am I locked into this contract?

You are not locked into a contract with Alinta Energy. Our energy contracts with you have no contract term. The agreement will continue until terminated by you or us.

Will the rates remain the same for the 24 month period?

Our rates may vary in accordance with applicable laws and may change during the 24 month benefit period. However, Alinta Energy is committed to offering overall value to our customers through competitive products, great customer service, reliability and flexible payment options.

Will you tell me when the rates will go up?

If our rates change, we will give you notice of any variations as soon as practicable and in any event no later than your next bill or in accordance with applicable laws and codes.

Switching to Alinta Energy

Are your energy offers available to renters?

Yes, our energy offers are available to renters.

How easy is it to switch Alinta Energy?

Switching to Alinta Energy is easy. It takes a couple of minutes to sign up online. All you’ll need to have on hand is a form of personal identification, like your driver's license, Medicare card, or passport and a valid email address. If you’d prefer to sign up over the phone, simply call 13 37 02. We’ll then take care of the rest, there’s no need to call your current energy retailer and the energy supply to your home won’t be affected.

I’d like to know more about your offers, who can I speak to?

If you’d like to know more about our available offers, simply call 13 37 02 and select option 2 “Make the switch to Alinta Energy: and then select option 1. One of our customers service reps will be happy to answer any questions you have.

Billing

How can I calculate my next bill?

The easiest way to estimate the amount of your next bill is to take a reading from your electricity and gas meter and call Alinta Energy on 13 37 02. We can then calculate the amount you owe and estimate what the total is likely to be.

How can I pay my bill?

We offer a range of convenient payment options please visit ways to pay.

How often do I receive my Alinta Energy bill?

Generally we'll send your Alinta Energy electricity bill approximately once every three months.

I have credit with my current retailer can this be transfer?

Any credits that you hold with your current retailer will not be transferred.

What is an estimated account?

If the meter reader cannot access your meter - you may have a dog that won't let the meter reader in, or your meter may be locked or obstructed - your meter reading and bill will be estimated. Any difference will be adjusted in the next account, provided the meter can be read at the time.

When will I get my first bill from Alinta Energy?

You will be switched over from your current retailer to Alinta Energy after the cooling off period is complete and on average this takes about 38 days. You will receive a final bill from your current retailer, after which you will be billed by Alinta Energy.

Why is my electricity or gas higher than usual?

Your energy use-and therefore your bill-fluctuates throughout the year depending on the season. Some simple explanations for a higher electricity or gas bills include:

Cold weather - In cold weather, most homes use more energy. Your hot water system has to work harder to heat the water, longer showers are common and you're likely to use room heaters more.

Hot weather - In the hot weather, some homes use air conditioners to cool their homes. Every degree of extra cooling however may increase your energy consumption by approximately 5-10%. Think about the potential for savings when you set your air-conditioner at a temperature that keeps you comfortable but doesn't use unnecessary electricity. Set your air-conditioner to an energy-efficient 24°C in summer and 18°C in winter. Seal gaps and close doors, windows and curtains to cool or heat rooms quicker and keep them at a comfortable temperature for longer.(source: https://www.energex.com.au/home/control-your-energy/save-money-And-electricity/air-conditioners.)

Changes in your household - Have people moved into your home? Are you spending more time at home? Do you have any new electricity or gas appliances? Are any of your gas appliances leaking?

There was a mistake in reading your meter - Check your current meter reading against the reading on your account.

Your billing period may be longer than your last account - Compare this bill with one from the same period last year.

Your appliances (such as your appliance on stand –by power) may have been operating while you were on holidays. If this is the case, simply switch your appliances to the vacation setting next time you go away.

Our Fair Saver guaranteed product

Are there going to be guaranteed discount products available to small business customers?

Fair Saver is a residential product only. For now, please see our great Business Products available on our website.

As a result of this guaranteed discount are you going to lock me into a contract?

A benefit of choosing Alinta Energy is we don’t do lock-in contracts or have exit fees.

Do I have to pay by direct debit to receive the discount?

Here at Alinta Energy you don’t need to pay your bill by direct debit in order to receive your discount.

How does the discount work?

The Fair Saver discount is a guaranteed percentage discount off your usage charges only. This will be calculated and provided on your bill.

How does this affect my solar feed in tariff?

There will be no change to your solar feed in tariff.

How long is my discount benefit period?

You can enjoy the percentage discount off usage charges for two years.

How will I know if this is beneficial for me?

Fair Saver is a guaranteed percentage discount off usage charges. We understand at times life may get in the way so with Fair Saver you have that added security that if you were to pay late you won’t lose out on a great discount.

I recently cancelled, am I able to receive the new discount?

Yes, This offer is available to existing, new and old customers, subject to a credit check being conducted.

If I pay late, will I be penalised?

Alinta Energy does not charge late payment fees.

If my discount is guaranteed, does this mean my rates are guaranteed?

No, Alinta Energy’s standing tariffs are subject to change and may change during your benefit period. Your percentage discount off those rates is guaranteed for the discount benefit period.

What savings will I see on my bill?

It is difficult to say the $ amount of any savings, due to this depending on your consumption, which varies from bill to bill and depending on your individual circumstances. What we can confirm is with Fair Saver you will receive a guaranteed percentage discount off your usage`charges on every bill.

What’s the catch?

There is no catch – we’re making a promise to continue doing all that we can to help make electricity more affordable for all Australian households.

When will I receive the new discount, if I change to Fair Saver?

You will receive the guaranteed percentage discount off your usage charges on your next bill, for the entire billing period.

Why have Alinta Energy created the Fair Saver product?

We understand that some customers may not always have the ability to pay their bills on time and prefer the stability of receiving a guaranteed percentage discount off their usage charges.

Will my power be disconnected, if I do not pay my bill?

Although this is a guaranteed discount off usage charges, you are still required to pay the full amount of your bill. There is a due date on the bill to assist you.

Changing energy plans

Am I able to change plans, if I am an existing customers

Off course! You can call our customer service team by selecting option 3 “If you’re an existing customer looking to change plans”.

Do my standing rates change if I change plans

No, our standing rates are the same across our Fair Saver, Home SaverPlus and Fair Deal products. However, the standing tariffs are subject to change during the 24-month discount benefit period.

I am currently on direct debit, does that all transfer over to this new product as-well?

Any account payment methods you have on your account will remain as all that will change is your chosen energy plan

I am due for a new bill in the next couple of days, will that bill be on the new product still?

Providing your new bill hasn’t already been sent prior to you changing energy plans, your new percentage discount off usage charges will be applied to your next bill for the entire billing period along with your new 2 year discount benefit period.

I currently pay my bill through Centrelink, will this be affected?

Any account payment methods you have on your account will remain as all that will change is your chosen energy plan

If I decide to change energy plans will you need my concession details again or have you got that already?

Your existing concession details will remain as is, all that will change is your chosen energy plan.

What happens if I do not pay my bill on time? Do I get charged a fee?

Here at Alinta Energy we do not charge late payment fees.

Will my actual rates change?

No, only the new percentage discount off usage charges will change.

Will my solar feed in tariff automatically role-over to this new product?

Your solar feed in tariff will remain as is, all that will change is your chosen energy plan.

Solar

I have solar panels are you able to help?

Our residential and small business plans are all solar compatible. VIC Residential customers can find out more here and Small business customers in VIC can find out more here.

Concessions

I have a Government concession card, what should I do?

If you currently hold a Government concession card you may be eligible to receive a rebate on your electricity bills. Please contact us to advise us of, or update, your concession details. Please call 13 37 02.
For further information about the concessions and rebates that may be available to you, please refer to energy concessions

Will I continue to receive my government concession?

Any Government concessions you are currently receiving can be transferred to Alinta Energy. Once you have received your first account from Alinta Energy, simply phone the Department for Communities and Social Inclusion Concessions Hotline on 1800 307 758 (free call). Advise them of your electricity reference number and the billing period for your first Alinta Energy electricity bill. The concession for your first electricity account will be applied to your next account as a backdated concession.

Moving

What happens if I move home?

The benefit of this plan is that it is a no lock-in contract and has no exit fees. If you are planning to move, please contact our customer service team to see if we can continue to help you in your new home.

Faults and emergencies

Who do I contact if I have a problem with my supply or a power outage?

It is important to note that nothing will change your local energy distributor will take care of any faults and emergencies. Your local energy distributor will remain responsible for repairs and maintenance of electricity lines and gas pipes and they will also continue to read your meter.

Complaints

What if I have a complaint?

Alinta Energy has a dispute resolution process in place. The process contains information on how Alinta Energy deals with any complaint and your rights, including referring any complaint to an ombudsman. Alinta Energy complies with the energy industry’s marketing codes of conduct. If you have a complaint, we would love to help you with this, please call 13 37 02

Privacy

What is Alinta Energy’s Privacy Policy?

Will Alinta Energy ever ask for my personal details over email?

No, Alinta Energy will never ask for your personal or payment details via email. You should only update your account information in My Account or with an authorised Alinta Energy Customer Care representative over the phone. If you receive a suspicious email, please call 13 37 02.

Getting in touch

How do I contact your Customer Service?

We want to make sure you enjoy being a customer of Alinta Energy and welcome feedback, positive or negative. So if you’re not happy with the service you’re receiving from us, please let our team know as soon as you can so we can start resolving it for you. You can do this by calling 13 37 02.

Where is your contact centre based?

Our contact centre is based in Manila, Philippines. We all work as one team, therefore the team in Manila operates in accordance with Australian Eastern standard times to maintain our ‘Best in Class’ customer service.

General

Are you a Chinese owned company?

Alinta Energy is owned by a family-owned business, Chow Tai Fook Enterprises Limited (CTFE). While CTFE is based in Hong Kong, Alinta Energy is an Australian based business; with an Australian leadership team, employing local people.

Have we answered your question?

If your question does not appear on this page, you can contact us by email or please call us on 13 37 02.